Handling Mortgage Inquiries and Making Referrals

Describes the primary regulatory compliance Acts that affect mortgage inquiry, counseling, and application phases. Reviews the features and benefits of the most popular mortgage programs, important elements of different purchase and refinance transactions, and techniques and sample responses to customers for your mortgage referral to the MLO.

Updated: Apr. 2017
Re-versioned: July 2016

Learning Obj​​​​ectives

After completing this course, students will be able to:
  • Explain the phases in the mortgage origination process
  • Identify the important compliance issues that affect mortgage inquiries and referrals
  • Describe the features and benefits of conventional fixed rate, adjustable rate, FHA, and VA programs
  • Prepare and refer mortgage loan application customers


All bank employees who are authorized to discuss mortgage loans with customers who do not have special mortgage licensing credentials (retail branch, loan servicing, or call center employees and employees who are involved in mortgage origination, such as originators, processors, underwriters, closers, etc.)


Course Credits

ABA Certificates​: This course applies to the following ABA Certificates:

​Questions? Please contact training@aba.com for more information.

 Benefits of Self-Paced Training

  • Ultimate flexibility
  • Quizzes to support learning
  • Mobile format available

 Registration & Pricing


Individual Purchase:
ABA Member • $95
Non-Member • $130

Purchase for a Team:
To license this course to your bank for multiple learners, please contact ABA Training.


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